How to terminate your contract

In case you want terminate your broadband contract with your ISP, in most cases, you have to call them and ask them to terminate your contract. They probably try to sell you some other services to keep you as a customer.

Generally there is a 15 days’ notice time before the lines stop working. Some internet providers end your contract in 72 hours.

In case you have to send a fax or a letter to ISP you can use the following text as a base. Remember to modify it to correspond your needs:

Movistar

identification number (CIF, NIF, NIE or passport) that has been used to order the line

name of your bank or last 4 digits of your bank account

It takes 15 days before your line(s) will be cut off.

Usually they call you back in few days to confirm termination of the contract.

UPDATE (May 2014)
ADSL modem/router and telephone (and other Movistar devices you might have) must be returned to any Movistar shop. When calling 1004 to terminate the contract they’ll give a reference number that must be included with the device(s) when visiting the local Movistar shop.

Orange

How to terminate contract with Orange?

You have to call customer service and proceed with the termination and you will get a reference number. To follow you have to send a fax with following details:

Reference number (you received from customer service)

Landline/mobile number you want to terminate

Your name

Copy of passport, NIE, NIF or CIF

Explanation why do you want to terminate the contract

This fax you must send to a number: 912 065 308

UPDATE (January 2014)At the moment Orange needs a written document (you may use the text above) that must be sent to:

However you have to call customer service before to receive a reference number!

With following details:

Reference number (you received from customer service (1470 / 900 901 300))

Landline/mobile number you want to terminate

Your name

Copy of passport, NIE, NIF or CIF

Explanation why do you want to terminate the contract

YA.COM

How to terminate contract with Ya.com?

You have to call customer service (902 902 902) and proceed with the termination. You will get a reference number that must be included on the written letter. You have to send a written letter with following details:

Vodafone

First you have to call customer service and proceed with the termination. To follow you have to send a fax with following details:

Contract number

Landline/mobile number you want to terminate

Your name

Copy of passport, NIE or NIF

Explanation why do you want to terminate the contract

This fax you must send to a number: 607 131 859

There’s a information missing or it’s not correct?Have you found that one of the numbers is not correct or there’s information that is missing? If you discover an inaccuracy, please notify us so we can keep our site updated. Thank you!

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24 Comments

When does the termination begin? Is it from the first phone call or from when the letter ( Orange) arrives? And how long can companies wait until they terminate the contract. I’ve heard of Orange telling people their letter hasn’t arrived and eventually cancelling 2 months after your initial request. I’ve heard that they must legally terminate your contract 15 days after your request. How long can they keep you hanging on ( excuse the pun) and charging you before they eventually terminate the contract.?

The termination process varies and depends of the provider. For example, Orange and Vodafone both prefer a written statement before they cancel the contract but with Jazztel and Movistar the contract can be terminated on telephone by calling the customer service.

We’ve had some difficulties with Movistar and their termination process as they’ve been charging the bank account although the contract has been terminated already months before.

After calling customer service and complaining about the issue they’ve confirmed the cancelation has been received on exact date but for “some reason” the bills keep coming.

In some cases Movistar has refunded the whole amount but in some cases the client has not been refunded the amount he/she has paid (has been taken from the bank account).

With Orange the termination usually begins when the provider has received your letter. But of course, it’s impossible to know how long it takes to be delivered.

We’re using mostly “Carta certificada” or “Aviso de recibo” and in some cases “Burofax” to confirm that the letter has been delivered and received.

Mail with proof of delivery through recipient's or authorised person's signature. In case your mail is not received by the recipient, a note is left at his/ her address informing he/ she can pick up their mail at a Correos Post Office.

The behavior of Orange, in case you want to terminate the contract is becomes a nightmare. Their behavior is not only bad and inappropriate, but they actually lie to your face. They tell you different things, they give you wrong addresses and they put you on hold for a long time, intentionally. I have never seen a worse service/interaction in my life.
If you have any other alternative, don’t choose Orange!!!

I would like to know what the penalty charge is to cancel with orange. I have moved twice, the first time, they just moved my contract with a new number and new contract number to my new address-telling me that if I cancelled, it would be 110 euros, I kept them and moved again and did not want their service because of so many issues and poor CS. I ended my contract in a 6 month window and they charged me 150. Plus, they had billed me twice from the old to the new (addresses). I went to a store and they guy told me and showed me and highlighted the charge from their magazine, which showed if you cancel 14 days after service, it is 113 euro plus 21%. Something is not right here and I blocked the payment from my bank until I am able to resolve this. Thank you.

Could someone please tell me what would happen if someone just stopped paying their contract? (I know they would get disconnected) Would the provider sue them, take them to a small claims court, or just write off the debt and lose their equipment? Are the companies dedicated to getting their money for the rest of the contract or perhaps a settlement fee for not finishing your contract? What are the rights of the consumer and what are the rights of the company? I would appreciate it greatly if someone could point me in the right direction for the answers I require please. Many thanks.

VODAFONE CANCELLATION:
Fantastic, thank you.
FYI: We simple phoned the customer service number provided and waited until all the Spanish prerecorded messages ran out, when were ten put through to a Spanish customer server provider.
I said, “habla Ingles por favor”, and waited a few moment to be connected to a language choice automaton.
Upon selecting ‘3’ for English we we’re put through to a fluent English man and explained what I wanted.
TOP TIP: DON’T CANCEL! Ask or your service to be changed to Pay-as-you-Go as this is much, MUCH faster! A few days and it is done with your last bill recived at its natural time.
After that you can simply use you phone as P&G or replace your Sim Card.

We cancelled 2 phone contracts and 1 Mobile Internet (dongle) this way in one, 10 minute call. The were all tied to the bank account and person.

You will need the phone number of each contract, your NIE or Passport number and the name(s) of the contract holder. The English speaker will conference call with you to their customer services and explain and translate all. Easy!
Finally, we have received some horrific tales of Vodafone customer service ES and recived some absolutely ridiculous bills since joining Vodafone and are over joyed to be out. However this experience was fast, easy and effective solution!
Muy bien!

I have been trying to cancel an Orange contract since October 2015 and it has been a nightmare. I range them and was given a cancellation code , forwarded copies of my passport , NIE no ‘ , a covering letter and a copy of my driving licence for signature purposes . They didn’t acknowledge receipt and I emailed and phoned again for them to tell me they hadn’t received my details . They gave me another cancellation code and I forwarded details again . They are still billing me and I phoned today and was given another cancellation code . I have checked the email address and it is correct , I have now emailed about every email address within their Company and if I am not successful this time I will reluctantly have to involve my Spanish solicitor . This will cost me more bloody money . My advice to anyone thinking of taking out an Orange contract in Spain is , don’t .

Orange is a difficult one and it’s not the first, or the last time when they let you know something is “missing” or has not been received when one wants to cancel the contract. According to Orange they want following documents and data:

– Signed statement or a note why one wants to cancel the contract
– Telephone number of landline / mobile
– Cancellation code or a reference number
– Scanned copy of passport / NIE
– Scanned signature (if not included in your written statement)

I’m not a lawyer but I would argue that you have enough proof (at least 3 emails) that you have send these documents to Orange and if they haven’t received any of them there’s nothing you can do about it. And you could cancel the monthly payments on your bank account. Otherwise they keep charging your account every month.

Hi
We want to cancel our Movistar Fusion package fixed line + adsl + mobile, I went to the shop and they told me to call 1004 which I tried to several times. I’ve now had to return to the UK and want to arrange it from here but 1004 doesn’t work from here. I’ve left messages on the MyMovistar web site but got no response. Does anyone know it there is a number for Telefonica/Movistar that I can ring from the UK.
Thanks

I have rung to cancel Movistar and they told me to write a letter. I’m not confident the address given sounds correct. Does anyone know the address to write to? Strange that a broadband company doesn’t supply am email address.
Alison

Hello,
I decided to put an adsl moviestar at home, than i read all of the stories in the internet about the cancellation and decided to cancel the moviestar order, even before they connect me.
But they insist that once requested, I cannot stop.
Is that true?

if the connection is not yet installed you can cancel it without any additional costs. When the technician calls to confirm when you’re available for the installation you can tell them that you want to cancel the order.

If the connection is already installed you can cancel it but Movistar might insist you have to pay the installation costs that could be around 150 euros.

if the modem is an ADSL-modem there’s no need to send it back. You can send it to nearest trash can if you want.

If your modem is a VDSL-modem then Jazztel probably wants it back and they will send you an envelope that you just have to send back. But they should have mentioned this when you’ve made the cancellation of your connection.

From Orange Spain Terms and Conditions:
To terminate a contract.
Notification may be via telephone, to the numbers indicated in clause 20 (call 1470/1471); where the Customer will be given a cancellation number, or in writing, with a photocopy of their ID document attached, and indicating the number(s) of the line for which cancellation is
being requested, the reason for cancellation, reference number and signature. This written communication may be sent by fax to +34 918382703; by conventional mail to Apdo. de Correos 35.046, 28080 (Madrid), Ref: BAJAS for residential customers, or to Apdo. de
Correos 50618 28080 (Madrid), Ref: BAJAS for corporate customers; or by e-mail to bajas.resi@orange.com for residential customers or bajas.empresas@orange.com for
corporate customers.